Issue with ESET Secure Data - No Response When Creating Virtual Drive

[Trevor99 0]

When I click on "Secure Data" and select "Create a Virtual Drive, then no graphical user interface appeared as shown in the picture.

Despite multiple reinstallations, the problem still persists.

Operating System Version: windows 11 pro   26100.2454.

 

Has anyone else encountered this issue?  Any suggestions on how to resolve it?

Thank you!

 

[itman 1,800]

12 hours ago, Trevor99 said:

When I click on "Secure Data" and select "Create a Virtual Drive, then no graphical user interface appeared as shown in the picture.

No problem here but I am running Win 10 Pro x(64);

There might be an issue with creating a virtual volume on Win 11. Check your Win Event log Error and Warning section for any entries related to virtual volume creation.

Edited Thursday at 03:32 PM by itman

[Trevor99 0]

Thanks for your reply.

I appear to have found error information related to ESET Secure Data. But how do I fix it?

---

 

Edited Thursday at 05:05 PM by Trevor99
Additional information

[itman 1,800]

My best guess here is since you installed/reinstalled ESSP multiple times, something got screwed up with the DESLock software used by Secure Data processing.

I suggest you run Eset Uninstaller tool in Win Safe mode. Instructions in its use here: https://support.eset.com/en/kb2289-uninstall-eset-manually-using-the-eset-uninstaller-tool . Run it multiple times until it states no Eset products are installed. Reboot the PC and then reinstall ESSP ver. 18.0.12 and see if this fixes the issue.

Edited Friday at 12:15 AM by itman

[Trevor99 0]

23 minutes ago, itman said:

My best guess here is since you installed/reinstalled ESSP multiple times, something got screwed up with the DESLock software used by Secure Data processing.

I suggest you run Eset Uninstaller tool in Win Safe mode. Instructions in its use here: https://support.eset.com/en/kb2289-uninstall-eset-manually-using-the-eset-uninstaller-tool . Run it multiple times until it states no Eset products are installed. Reboot the PC and then reinstall ESSP ver. 18.0.12 and see if this fixes the issue.

Unfortunately, The  problem still persists.   

Below is the error log snippet that appeared when I uninstalled ESET Secure Data. The complete log is in the attachment.

 

 

Product uninstallation: Purge leftover ESET Security data       

[11/29/24  08:18:57]    Found ESET driver in Driver Store, provider: ESET, spol. s r.o., catalog file: edevmonm.cat, INF: oem128.inf

[11/29/24  08:18:57]        + DriverStore::RemoveAllEsetDrivers

[11/29/24  08:18:57]    Removing all ESET drivers from Driver Store

[11/29/24  08:18:57]    Removing ESET driver oem128.inf

[11/29/24  08:18:57]    ERROR! Failed to remove driver oem128.inf error:

~ESETUninstaller.log

[Kstainton 39]

Hi @Trevor99,

Would you mind acquiring the following logs from the affected machine: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool, opening a support ticket and providing these logs with your submission. This type of issue really requires an in-depth look from our Encryption team.

Thank you,

Kieran

Edited Friday at 09:54 AM by Kstainton

[Trevor99 0]

2 hours ago, Kstainton said:

Hi @Trevor99,

Would you mind acquiring the following logs from the affected machine: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool, opening a support ticket and providing these logs with your submission. This type of issue really requires an in-depth look from our Encryption team.

Thank you,

Kieran

Would you mind to continue discussing this issue in this topic? Below is the log I submitted.

eelogs_115259_29112024.zip

Edited Friday at 12:18 PM by Trevor99

[Kstainton 39]

Would you be able submit a ticket via https://go.eset.com/contact-support/ to ensure this is investigated properly.

Thank you,

Kieran

[Trevor99 0]

1 minute ago, Kstainton said:

Would you be able submit a ticket via https://go.eset.com/contact-support/ to ensure this is investigated properly.

Thank you,

Kieran

OK

[itman 1,800]

15 hours ago, Trevor99 said:

11/29/24  08:18:57]        + DriverStore::RemoveAllEsetDrivers

[11/29/24  08:18:57]    Removing all ESET drivers from Driver Store

[11/29/24  08:18:57]    Removing ESET driver oem128.inf

[11/29/24  08:18:57]    ERROR! Failed to remove driver oem128.inf error:

For what it is worth, I can find no reference to oem128.inf in my Win 10 Driver Store directory. Also, a .inf file is not a driver, but just contains installation info for the driver.

Edited Friday at 04:03 PM by itman